Why Wind Mobile lost two customers today

37045 Views 153 Replies 35 Participants Last post by g011um, Jan 23, 2011

hugh

Discussion Starter · Dec 30, 2010

This morning I read about the Wind Mobile All in the Family plan.

I thought, excellent, I am going to sign both my kids up with new phones.

Went to my local Blockbuster and asked for the deal. The helpful sales clerk apologized and said that he couldn't give me the deal and that I had to talk to "corporate." The guy is a nice guy and I wanted him to have the sale but he said the only way I might have a chance was to go to a corporate Blockbuster store.

Okay, so I hopped in the car and drove ten minutes to the Blockbuster store at Parklawn and Queensway. Went inside and asked the clerk how to sign up for the All in the Family plan. She said I had to have a "form". I said, I don't have the form but I would like to sign up for the plan. She then proceeded to tell me how I could sign up for "better" plans and so on.

I said no, I wanted the All in the Family plan that I had read about. She refused to offer me the plan and refused to tell me why some people were eligible and I wasn't.

Result:

An hour of my time was wasted.
Wind Mobile lost two customers.
Wind Mobile has gained a vocal critic for its refusal to even exlain to me why I was not eligible for a deal it was offering some and not others.

Seems like Wind has learned about customer service from the Big Three!

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BGY11

· #115 · Jan 20, 2011

While I realize that mistakes can happen with any company (we're all human after all), it's always how a company tries to resolve an issue that determines whether I will support them or not. Based on Hugh's experiences in dealing with Wind to resolve the issues he had, I would definitely give them a failing grade here. That said, I probably wouldn't use this as my only judgement in determining whether I would go with Wind or not.

Everyone is free to have their opinion on this article, but Hugh simply told it the way he saw it.

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BGY11

· #120 · Jan 20, 2011

rsambuca said:
I really would like Hugh to respond to the question of whether or not he can see zero "pros" to Wind Mobility.

Based on his experience (and his experience alone), I don't see why he should be required to state something positive about Wind. Good plans or network coverage is meaningless without the ability to actually activate a phone that was shipped to him. In this case, the negatives definitely outweigh any positives he could have taken from his experience.

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BGY11

· #126 · Jan 20, 2011

Whether or not he was supposed to be able to get the plan or not, Wind eventually sold him a phone with a SIM card that couldn't be activated, wasted his time in directing him to various stores, and gave him false/misleading information. All these things combined into a negative experience. There wasn't anything positive that Hugh got out of this, which is why he wrote the review he did.

Would things have been different had he tried signing up for a plan that was advertised in store or on their website? Maybe / maybe not. Unfortunately, this is something that cannot be guaranteed, given how Wind dropped the ball in matters outside of the plan choice.

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BGY11

· #148 · Jan 23, 2011

I will echo stampeder's opinion about Wind needing to implement a good ITIL-based solution. E-mail is not the best form of communication when it comes to dealing with multiple parties, as e-mails can get lost/not read/etc. With a centralized ticketing system, everyone would have at least read access to see what the status of a case is. The fact this would also unify ticket numbers (something Hugh touched on in his review) is another major benefit.

Wind needs to realize just how many people they are supporting. Until they realize that and implement an effective support solution, incidents like Hugh's will become more and more common as time goes on. Yes, there are a lot of happy customers (just like there are in any company). The true test of a company however, is how they deal with issues when they occur. This is where Wind is failing right now.

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BGY11

· #153 · Jan 23, 2011

Several off topic posts removed. Any further posts belittling other members will be removed and warnings or infractions may be issued. We welcome a good discussion but please keep it civil.

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